Abstract

The Internet is increasingly changing from a medium of distribution to a platform of interaction. Customer discussions in Web 2.0 are a valuable source of information for companies. An opinion mining approach is presented which allows an auto-mated extraction, aggregation, and analysis of customer opinions on products by using text mining. Thus, strengths and weaknesses judged by customers can be detected at an early stage and starting points for product design and marketing can be identified. The application of the approach is illustrated by a case study coming from the automotive industry.

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